Golden Crown Casino - Los retiros de los jugadores se retrasan sin explicación.

I am submitting this complaint because my withdrawals have been pending for an extended period without a clear timeframe or sufficient explanation.

I currently have three pending withdrawals totaling AUD $16,000:

AUD $7,000

AUD $7,000

AUD $3,500.6

Initially, I was informed that my withdrawals would be processed on specific UTC dates and times. Those dates passed, but none of the withdrawals were processed.

After contacting my VIP Manager, Carl, I received several different explanations:

1 My withdrawals were undergoing an additional review.

2 I was then told it was a standard internal procedure and that no additional documents or information were required from me.

3 Later, I was told the game provider was conducting an independent review.

4 Most recently, I was informed that a game provider had initiated an independent bet check and that Golden Crown could not process my withdrawals until the provider completed its review.

Despite asking several times, I have not been told:

Which game provider is conducting the review.

Which specific game or bet is being reviewed.

When the review started.

Any estimated timeframe for completion.

The casino has not accused me of any rule violations, fraud, bonus abuse, or irregular play. They have also confirmed that no additional verification documents are required from me.

I have fully cooperated with the casino throughout this process and have responded promptly to every request. However, my withdrawals remain pending without a clear explanation or completion date.

I am requesting Casino Guru's assistance in obtaining:

A clear explanation of the review.

A realistic timeframe for completion.

Processing and payment of my pending withdrawals totaling AUD $17,500.6

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for KYC?
• What types of games did you play to accumulate the winnings you're trying to withdraw? Kindly specify the names of the games and the game providers.
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot of it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Raman2403,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika